SAP Customer Relationship

Management (CRM) 7.0 Boot camp

Copyright
Copyright
© 2007
© Accenture
2010 Accenture
All Rights
All rights
Reserved.
reserved.
Accenture,
Accenture,
its logo,
its logo,
and and
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Delivered
are trademarks
are trademarks
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of Accenture.
 Agenda
• Course Opening
• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements

2
 Getting to Know Each Other
• Let’s make an introduction round and give the following
information to the other participants:
– Your name
– Your assignment within the Accenture organization
– Your level
– Your office
– A short overview of the topics and projects you have worked on
– Why you are here in the course

3
 Your Expectation
• Please write down your expectation of the course and put
the results on the board.

4
 Overall Course Objectives
• At the end of the course, participants will be able to:
– Explain the historic development of SAP CRM and the
future perspective.
– Identify the scope of SAP CRM and business functions it
supports.
– Describe SAP CRM Architecture.
– Implement SAP CRM.

5
 Agenda
• Course Opening
• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements

6
Definitions
Definition SAP CRM

SAP Customer Relationship (SAP CRM) is an application which provides best-in-class

functionality for marketing, sales, and service. By supporting customer-facing business
processes across multiple interaction channels, SAP CRM enables organizations to focus on
strategies for customer-driven growth and to differentiate themselves in the market by
providing a superior customer experience.” Source: SAP Service marketplace, 2009

7
 SAP CRM General Information
and Highlights - Benefits and
Advantages
• SAP CRM Benefits for Organizations
– Competitive Advantages
– Increased Revenue
– Potential to Lower Costs
• SAP CRM Benefits for Customers
– Better and Personalized Service
– Consistent interactions across all channels and touch points
• Other Advantages
– First-class functions for marketing, sales, and service
– Extensive analysis as a basis for decision making
– Seamless integration with SAP Business Suite solutions and other
applications
8
 History of SAP CRM
The first version of SAP CRM was launched in 1999.
• 2005 SAP CRM (2005) 5.0, targets such key cross-industry
business capabilities as service management, marketing resource
management and mobile sales for handhelds. Powered by the
SAP NetWeaver platform, the new system features dashboard-like
embedded analytics.
• SAP CRM (2007) 6.0, the UI is much improved compared to CRM
2006s and uses Web 2.0 principles where users can drag sections
of the screen around to personalize them for themselves.
• 2008 SAP CRM 7.0, increased Personalization and improved UI
Tools. New functions like Loyalty Management and improved
TPM.

9
 SAP Business Suite

• The SAP Business Suite is a bundle of business

applications that provides integration of information and
processes, collaboration, industry-specific functionality, and
scalability. SAP Business Suite is based on SAP's
technology platform called NetWeaver.

• SAP Business Suite 7 software delivers a synchronized

release schedule for all applications and components across
the entire suite.

© SAP
10
 SAP Business Suite (cont.)
• The SAP Business Suite 7 contains the newest releases of:
– SAP ERP
– SAP Customer Relationship Management
– SAP Product Lifecycle Management
– SAP Supplier Relationship Management
– SAP Supply Chain Management

© SAP
11
 Enhancement vs. Upgrade
“SAP enhancement packages deliver product flexibility
and technology advancement at the same time. Customers
no longer have to wait 24 or 36 months for critical
functionality.”
• SAP enhancement packages are optional packages that deliver
new or improved business functions that you can deploy
selectively, while the core applications remain stable. During an
upgrade all software components are updated.
• SAP delivers minimally disruptive innovation with enhancement
packages.
• For all the core applications of SAP Business Suite 7 software SAP
enhancement package 1 is planned for the second quarter of 2010.
12
 SAP CRM (7.0) Availability
• SAP CRM (7.0) Availability and Maintenance

You can find this information of Product Availibility Matrix on the SAP Support Portal:
https://websmp109.sap-ag.de/pam.
13
 Agenda
• Course Opening
• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements

14
 SAP CRM Overview –
Key Functionalities
• In daily business various
departments like
Marketing, Sales and
Service interact directly
and regularly with
customers.
• From a software point of
view these employees
need to have support to
fulfill their daily tasks in an
efficient and customer-
oriented way. © SAP
15 15
SAP CRM Solution Map
Link to the SAP Solution
Composer

© SAP

16
Key Processes and Benefits in
Marketing
Key processes
•Marketing Resource Management
•Customer Segmentation and
List Management
•Campaign Management
•Real-Time Offer Management
•Lead Management
•Loyalty Management
•Marketing Planning and analytics
Major benefits
•Select target groups
•Monitor marketing costs
•Use marketing analytics as a basis for
making decisions
•Observe markets and competitors
•Identify customer preferences
© SAP
17
SAP CRM Key Marketing
Capabilities – Business Value
• Manage and coordinate marketing activities globally,
regionally, and locally
• Multi-channel support to ensure one face to the customer
• Tight integration with financials, accounting, and supply
chain
• Leverage Business Intelligence and CRM analytical
capabilities for improved visibility and insight into marketing
operations
• Broad functional spectrum
• Modular, scenario-based implementation to ensure fast
return on investment
18
Key Processes and Benefits in
Sales
Key processes
•Customer order management,
quotations and contracts
•Account and contact management
•Opportunity management and
pipeline analysis
•Activity management
•Commissions and incentives
•Sales planning and analytics
Major benefits
•Control Sales Processes resulting in
an increase in revenue
•Increase up-selling and cross-selling
opportunities
•Recognize profitability of each and
every customer
•Reduce sales costs
•Create accurate, real time forecasts
© SAP
19
SAP CRM Key Sales Capabilities -
Business Value
• Closed-loop processes
• Faster response time
• Focused sales force through qualified leads
• Better service through real-time response on
product availability
• Increased time for selling
• Sales force concentrated on profitable
customers
• Optimized mix of channels
• Team-selling
20
SAP CRM Key Sales Capabilities -
Sales Cycle (Closed-Loop CRM)
Lead generation
Customer and qualification
retention

Sales
Cycle
Customer
service

Billing
1. Agreement

Logistics
execution
© SAP 21
Key Processes and Benefits in
Service
Key processes
•Service request, service order, and
contract administration
•Installed base management
•Customer Service and Support
(Complaint and Case Management)
•Returns and Depot Repair
•Warranty and Claims Management
•Service planning
•Analytics
Major benefits
•Achieve higher customer satisfaction
through prompt and efficient service
•Reduce service costs
•Provide reliable service around the
clock
•Achieve transparency of both service
resources and service costs
© SAP
22
SAP CRM Key Service
Capabilities – Business Value
• Accessibility, Visibility, and Integration:
– Convenient multi-channel access both
for customers and service employees
– Complete visibility of relevant customer
and product history supports service
employees and enables a real time
response
– Integration with back-office systems
such as SAP R/3 Customers, SAP R/3
Controlling, and SAP R/3 Human
Resources

23
Key Processes and Benefits in
Web Channel
Key processes Major benefits
•E-Marketing •Personalize each customer’s buying
•E-Commerce experience
•E-Service •Provide convenient, easy-to-use,
•Web Channel Analytics interactive selling and self-service
•Enable end-to-end, order-to-cash
processes
•Incorporate partners into your e-
commerce strategy
•Significantly reduce cost of sales

© SAP
24
 SAP CRM Key E-Commerce
Capabilities –
Example for Building Blocks

Browser Portal

Web Catalog Search Engine Personalisation Shopping Basket Pricing Engine

Product Order & Quote Online Billing

Guided Selling Web Auctions
Configuration Management and Payment
Live Customer Complaints Knowledge iBase
E- Analytics
Support and Returns Management Management

Catalog Marketing Business Order Contract Service

Management Management Partner Management Management Management

© SAP 25
Key Processes and Benefits in
Interaction Center
Key processes
•Marketing
•Sales
•Customer Service
•Shared Service Center
•Interaction Center Management
Major benefits
•Easy-to-use agent productivity tools
•Portal-based access for interaction
centre administration, management,
and reporting
•Integrate with interaction centre
infrastructure e.g. systems, computer
telephony, e-mail, and Web servers
•Achieve a higher ROI
© SAP
26
SAP CRM Key Interaction Center
Capabilities - Business Value
• Interaction Centre uniquely allows to make every interaction a
successful and valuable one for the customer.
• For the Customer • For companies
– Increase customer – Increase company exposure
convenience through additional and accessibility
interaction channels – Lower the cost of customer
– Improve interaction consistency treatment
and ease of doing business – Provide consistent information
– Improve service levels and across all touch points
maximize customer experience – Increase revenue with cross-
– Efficiently identify and address and up-selling
customer needs – Enable valuable and lasting
customer relationships
27
Key Processes and Benefits in
Partner Channel Management
Key processes Major benefits
•Partner Management •Boost Revenues
•Channel Marketing •Reduce Costs
•Channel Sales •Increase Profits
•Partner Order Management •Increase Customer Satisfaction
•Channel Service •Empower Partners
•Partner and Channel Analytics

© SAP

28
SAP CRM Key Partner Channel
Management Capabilities -
Overview

• SAP CRM provides

companies with a platform Channel
to manage channel Manager
Channel
partner relationships and Partner

enable partners to sell

more effectively – resulting
in a more profitable Customer

indirect channel.

29
Key Processes and Benefits in
Business Communication
Management
Key processes
•Fully integrated multi-channel call
center communication
•Monitoring and management of
communications in real time through
online analytics
•Interactive voice response (IVR) option
Major benefits
•Centralize geographically spread
communications for
•Inbound and Outbound contacts
•Outbound Marketing Campaigns
•Manage Communications across the
company

© SAP

30
SAP CRM Key Mobile Capabilities
- Laptops

31
Key Processes and Benefits of
CRM Analytics
Key processes Major benefits
•Integrated suite of analytical and •Measurement, prediction, planning and
planning solutions optimization of customer relationships

32
Key Processes and Benefits of
CRM Industry-specific Solutions
Key processes Major benefits
•Includes all general CRM •Addresses unique needs and
functionalities, BUT complete, end-to-end requirements of
•Supports especially several industry- all major industries
specific CRM processes

Examples:

33
 Agenda
• Course Opening
• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements

34
 Changes Since SAP CRM 5.0
A real breakthrough in CRM 2006s release: a completely web-based
user interface, which replaces the SAP GUI in all system
management functions.
This technology gives strong competitive potential to SAP CRM as it:
• Improves usability compared to previous SAP CRM versions
• Provides an interface with SOA (integration with SAP – e.g. Web
Services – and non SAP application)

35
Highlights of SAP CRM 7.0 –
New Web UI

36
New Features of
SAP CRM 7.0

© SAP

37
 Main Strengths of New Release
SAP CRM 7.0
• Usability: Mainly considering learn ability and
understandability
• Efficiency: Reduced number of clicks needed to access
relevant functions impact the timely behavior
• Maintainability: Mainly focusing on Changeability of the
application related to new Web UI customizing
• Portability: In terms of Adaptability typical of web based user
interfaces

38
Highlights of SAP CRM 7.0 -
Technical
Integrated Enterprise Search
• Simple search UI
• Cross-objects and cross-system searches
• Improved performance

Dashboards and Interactive Reporting

• Support visual UI and interactive analysis

39
Agenda
• Course Opening
• SAP CRM Overview
– SAP CRM General Information and Highlights
– SAP CRM 7.0 Key Capabilities
– SAP CRM 7.0 Enhancements
– SAP CRM 7.0 Basic Screen Elements

40
 Home Page
The
TheHome
HomePage
Page isisthe
the starting
startingpoint
point for
forall
alluser
userin
indaily
daily business.
business.ItItcontains
contains the
the most
most
important personal information and access to the most frequently used
important personal information and access to the most frequently used tools. tools.

The Homepage
The
TheHomepage
Homepageprovides:
provides:
•• AAquick
quick Overview
Overviewofofthe
theCurrent
CurrentDay
Day
•• Hyperlinks
Hyperlinksto
tomore
moredet.
det.information
information
•• Predefined content for:
Predefined content for:
–– My
MyAppointments
Appointmentstoday
today
–– My
MyTasks
Taskstoday
today
–– Workflow
WorkflowTasks
Tasks
–– Reports
Reportsand
andApplications
Applications
–– Alerts
Alerts

The
TheHomepage
HomepageIs Is configured
configuredper
perrole:
role:
•• Available
Availablecontent
contentcan
canbe
be
personalized
personalizedby
bythe
theuser
user
•• Content can be adapted
Content can be adapted
41
 SAP CRM Web UI Screen
Structure
The
TheNew
NewWeb
WebClient
Clientscreen
screenisisstructured
structuredinto
into33different
differentareas:
areas:the
the Header
HeaderArea
Area (A);
(A);the
the
Navigation Area (B) and the Work Area (C).
Navigation Area (B) and the Work Area (C).
The Screen structure
Header Area •• Position
(A) Positionof
ofheader
headerandandnavigation
navigationarea
area
(L-Shape)
(L-Shape)are
arefixed,
fixed,even
evenififNavigation
Navigation
Bar
Barcan
canbe
behidden
hidden

L-Shape •• L-shape
L-shapeContains:
Contains:
Nav.
Bar –– System
SystemLinks
Links
Area –– Saved
(B) SavedSearches
Searches
–– Work
Workarea
areatitle
title
–– History
History backand
back andforward
forward
Work Area (c)
–– Navigation
NavigationBar
Bar

•• Work
Work Area
Areacontents
contents are
aredynamic
dynamic
depending
dependingon onselected
selectedcontents
contentson
on
navigation area
navigation area
42
 Header Area
Besides
Besides displaying
displaying the
the work
work title
title area
area and
and the
the Header
Header Area
Area of
of the
the Web
Web UI
UI provides
provides
system
system links
links and
and search
search functionalities.
functionalities.

a)
b)
c)
d)

Header Area

a)
a) System
SystemLinks
Links
b)
b) Saved
SavedSearches
Searches
c)
c) Forward
Forward&&Back
BackNavigation
Navigation
d)
d) Messages
Messages&& Tools
Tools

43
 Navigation Bar
The
The Navigation
Navigation Bar
Bar isis divided
divided into
into two
two areas:
areas: Navigation
Navigation Items
Items and
and Quick
Quick links
links

Navigation
a) Bar
a)
a) Navigation
Navigationitems
items
the
theitems
itemsyou
youcan
canselect
selectand
andnavigate
navigate
to
to(calendar,
(calendar,email
emailinbox,…).
inbox,…).

b)
b) Create
CreateQuick
Quicklinks
links
you
you can determinefrequently
can determine frequentlyused
used
items
itemsas
as“quick
“quicklinks.”
links.”
b)
c)
c) Recent
RecentItems
Items
lists
liststhe
thelast
lastviewed
viewedbusiness
businessobjects
objects

c)

44
 Work Center
Every
Everyfirst
firstlevel
levelmenu
menu(Accounts,
(Accounts,Orders,
Orders,Activities….)
Activities….)item
itemhas
hasan
anindividual
individualwork
workcenter
center
page.
page.ItItcontains
containsaaset
setof
ofshortcuts
shortcutsand
andaccess
accessto toall
allwork
workcenter-related
center-relatedcomponents.
components.
The Work Center page
•• Is
Is opened
openedbybychoosing
choosing the
thefirst-
first-
level
levelnavigation
navigation entry
entrydirectly,
directly,
without
withoutselecting
selectingaasecond-level
second-level entry
entry

•• Includes
Includes important
importantcontent
content regarding
regarding
the
thecurrent
currentarea:
area:
–– Search
SearchLinks
Links
–– Create
CreateLinks
Links
–– Reports
Reports

•• Content
Contentof ofthe
thepage
pagecould
couldbe
be
customized
customizedwithout
withoutdevelopment
development
activities
activities

45
Work Area
The
The Work
Work Area
Area can
can contains
contains different
different page
page types
types (entry
(entry pages,
pages, content
content pages,
pages,
support
support pages).
pages).

Work Area
•• Entry
Entry pages
pages
•• Content
Content pages
pages
•• Support
Support pages
pages

46
 Work List
The
Thework
worklist
listprovides
providesaacomplete
completeoverview
overviewof
ofinformation
informationpushed
pushedto
tothe
theuser.
user.ItItisisdivided
dividedin
in
to
toalerts
alertsand
andworkflow
workflowtasks.
tasks.
The Work List page
•• Contains
Contains information
informationabout
aboutalerts
alerts
and
andworkflow
workflowtasks
tasks pushed
pushedtoto the
the
users
users

•• Several
Severalpredefined
predefined alerts
alerts and
and
workflow
workfloware
aredelivered
deliveredwith
withSAP
SAP
CRM
CRM(Campaign,
(Campaign,approval
approvalworkflow,
workflow,
accept
acceptlead
leadworkflow,
workflow,lost
lost
opportunity
opportunity alert, and soon)
alert, and so on)

•• Within
Withinaarole,
role,smaller
smallercontent
contentareas
areas
for
foralerts
alerts and
andworkflows
workflows cancanbe
be
embedded
embeddeddirectly
directly in
inthe
thehome
homepage
page

47
 Overview Page
The
TheOverview
OverviewPage
Page provides
providesaasummary
summaryofofall
all important
importantinformation
informationregarding
regardingaasingle
single object
object
[e.g. Account, Contact, Activity, Sales Order, Service Order….] in display mode.
[e.g. Account, Contact, Activity, Sales Order, Service Order….] in display mode.
The Overview page
•• Consist
Consistofofaaheader
headerblock
block with
withthe
the
core
coreinformation
informationand
andaaset
setof
of
subordinate
subordinateassignment
assignmentblocks
blocks
containing related information
containing related information

•• The
Theinformation
informationin
inassignment
assignmentblocks
blocks
can
canbebedisplayed
displayedwith:
with:
–– Form
FormViews
Views
–– Tables
Tables
–– Hierarchy
Hierarchytrees
trees

•• Contains
Contains the
the hyperlinks
hyperlinksto
tonavigate
navigateto
to
other
otherrelated
relatedobjects
objects

48
 Advanced Search
The
Theadvanced
advancedsearch
searchprovide
providethe
theuser
userwith
with comprehensive,
comprehensive,flexible
flexible and
andeasy
easyto
to
understand search capabilities individually for every business object
understand search capabilities individually for every business object
The Search page
•• Allows
Allowsforfor flexible
flexible creation
creation of of search
search
model
model by bychoosing
choosingaawide widerange
range ofof
search
searchcriteria
criteria
•• Easy-to-understand
Easy-to-understand operator-based
operator-based
search
searchlogic
logic
•• Provide
Provideaa search
searchresult
resultlist
list for
forgetting
getting
aaquick
quickoverview
overviewand andeasy
easynavigation
navigationto to
detailed
detailedinformation
informationof ofsingle
singleobjects
objects
•• Offer
Offer options to create, delete,or
options to create, delete, or
perform
performaamass mass update
update (optionally)
(optionally)of of
information
informationdirectly
directlyfrom
fromthethesearch
search
result
resultlist
list
•• Saving
SavingSearch
Searchmodels
models
•• Offers
Offers Export toMS
Export to MS Excel
Excel
49
 Agenda
• SAP CRM Web UI
– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up

50
BSP Architecture: Basics
• The CRM WebClient is built to run within
a Web Browser
• Therefore, on the client side it is only
necessary to install a Web Browser. An
SAP Graphical User Interface (SAP GUI)
is not necessary
• All data displayed in the Web browser is
sent by hypertext Transfer Protocol
(HTTP) from the SAP Web Application
Server to the client (the Web Browser)
• The user interface (UI) is based on
Business Server Page (BSP) technology,
which is a blend of ABAP code and BSP
extensions

© SAP

51
CRM WebClient Architecture
(1 of 3)
The CRM WebClient is based on a multi-layer architecture on
the server side:

•Presentation Layer
The presentation layer of the CRM WebClient is based on
Business Server Pages (BSPs), which are shown as dynamic
HTML pages in the Web browser.

54
CRM WebClient Architecture
(2 of 3)
• Business Layer (BOL and GenIL)
Holds the data structure of business objects during a CRM
WebClient session, such as business partners or products
and handles transactions. It consists of two layers:
 Business object layer (BOL): The business object layer saves the
business object data, e.g. sales orders, at runtime of the SAP CRM
session. This layer guarantees the separation of the CRM WebClient UI
and the underlying business logic.
 Generic interaction layer (genIL): The generic interaction layer
handles the data transfer from the business object layer to the
application programming interfaces (APIs) of the underlying business
engine. It is the connection between the business object layer and the
underlying business engine.
55
CRM WebClient Architecture
(3 of 3)
• Business Engine
The layers are strictly separated in order to allow connections
between the UI layer and any Business Application (e.g. ERP
objects such as Employees or Sales Orders)

56
CRM Architecture Representation
The graphic below explains how the technical components of the CRM
WebClient work together in the architecture concept.

Corresponding system tools:

BSP_WD_CMPWB
Component Workbench

GENIL_MODEL_BROWSER
to explore the GenIL model
GENIL_BOL_BROWSER
to explore Business Objects
and relations

SE11, SE16
explore data objects and
databases

© SAP
57
 UI Concept:
Model View Controller
The CRM WebClient BSP is based on the Model View Controller (MVC)
paradigm which is a widely accepted design pattern for developing object
oriented user interfaces (UI). It provides an effective way of relating UI
layouts to an underlying data model.
Presentation
Layer Controller
CRM WebClient Request Drives
Interaction
User input Model
Logic
set Links to
underlying
View Structure

Response Handles Visual

get
Output
Data output

Data flow Business Layers (BOL and GenIL)

Control flow
Business Engine (Database tables)
58
UI Concept:
Model View Controller (cont.)

Presentation
Layer
Controller
Request Drives
Interaction
Logic Model
set Links to
underlying
View Structure
Response Handles Visual get
Output

59
 User Interaction
The figure below shows how the view, controller, and model make up the
UI layer of the CRM WebClient.

CRM WebClient Presentation Layer (BSP) 1. User inserts a request (e.g.

1
Create Service Ticket
Request 2 Create Service Ticket)
user Controller
input
3 Model 2. View Controller is initialized and
data
request is passed
Service Ticket created output View
6 Response 3. Controller calls underlying data
5 model (Business Objects)
Business BOL: Business Object Layer
4. Data in model is provided by
Layer data structures of the BOL holding business objects for the IC
WebClient session Business Engine (database)
and structured in Business
GenIL: Generic Interaction Layer Layer
GenIL Model and Implementation Classes connecting
BOL to APIs 4
5. Correct data is available in the
CRM view; web page structure is built
API API API
Business Engine
(my SAP CRM, mySAP ERP, IS-U, etc.)
IS-U 6. Response is sent to User
Interface

60
MVC Architecture in CRM System
The components and their corresponding controllers, views and contexts
can be accessed via the Component Workbench. This transaction
represents the MVC architecture and allows access to the classes and
methods of its elements.

Controller: Class (*IMPL)

Model: Context and Context

Nodes (*CTXT)

Controller: Methods for Event

Handling and
Navigation
View: Layout Definition (*htm)
62
Component Workbench:
Component Structure Browser
Example: View Structure of the view Account Details.
The model of CRM WebClient BSPs consists of contexts and context
nodes that link the fields of a BSP view to the underlying BOL. Both
context and context nodes are implemented as ABAP classes.
• Context:
The Context class with the suffix
CTXT
• Context Node:
The Context Node with suffix
CNxx. Context nodes represent
data in the structure of Business
Objects.
• Attributes:
Each field displayed at the view
is linked to an attribute of a
context node.
63
Accessing the Component
Workbench
To work on UI Components SAP provides the so called BSP
Component Workbench.
The BSP Component Workbench is the central framework
modeling tool, and provides access to a variety of functions. It
can be accessed via IMG or with transaction code
BSP_WD_CMPWB

It offers the following main access points:

•The Component Structure Browser provides access to the
objects of a UI Component
•The BOL Model Browser shows the business object layer
(BOL) model of a UI component.
•The Runtime Repository Editor shows the runtime
repository of a UI component. In the runtime repository, you
can see and edit the view set composition (which views are
assigned to a view area and which view areas belong to a
view set).
64
System Demo 1:
Component Workbench

65
Component Workbench:
Structure of UI Component
A component is an ABAP Object Oriented class, which implements the
component interface. With the new CRM UI Framework a new concept is
introduced as valid for all Applications which are based on this Framework.
Structur
e
Component:
Component Controller Custom Controller
• Bundle of windows,
view sets, views and
custom controllers Window

• Self-contained IP OP
View
reusable unit (own
runtime repository,
interfaces to outside) View

• Can have multiple

instances at runtime ViewSets
View ViewSets
IP ViewSets OP
• Technically mapped
to BSP application
Component

66
 Component Workbench:
Component Structure Browser
• Inventory of Components
• Creation of Component Controller, Windows, Custom Controllers, and Views is
supported by wizards
• Each component consists of several runtime objects
• Most important ones are Windows, Custom Controllers and Views

Windows:
Contains all Views that should be displayed.

Custom Controllers:
Organizes cross-view data transfer.
Reduces retrieval of data from the BOL.

Views:
Main programming and UI Configuration objects.

67
Component Workbench:
BOL Model Browser
The BOL Model Browser shows the business object layer (BOL) model of a UI
component. This BOL model is assigned to the UI component via the runtime
repository. The BOL Model Browser is available only if this assignment exists.

• Root Objects Business Object

• Access Objects
• Dependent Objects
• Search Objects
• Search Result Objects
• View Objects
• Dynamic Search
Objects
Group of unstructured
attributes, which
characterize a Business
object (e.g. Accounts,
Employees, Orders;
Activities…). BO can be
hierarchically
aggregated in order to
create an Object Model.

68
Component Workbench:
Runtime Repository
The runtime repository editor of the component workbench is
the tool which displays and maintains the Runtime Repository
for a Component. Each Component consists of several
design objects consolidated in the Runtime Repository.
Models: Assignment of the component set
Windows: Assignment of Views to Windows

View Sets: Combination of Views to one Screen

Navigational Links: Description of Navigation

Component Interface: Interface of Component Elements

to the Outside
Component Usages: Usages of (other) Components 69
 Agenda
• SAP CRM Web UI
– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up

71
Navigation Bar
Navigation Bar

• Allows direct
navigation to all
entry pages

• Provides two levels

of navigation:
 1st level
navigation
 2nd level
navigation

72
 Navigation Bar and User Roles:
Navigation Bar by User Role
Business Requirement
Differentiation of User Menu according to user’s Business Role. System functionalities
available to users can be selected depending on client’s organizational requirements and
needs. For example Navigation Bar can differ between departments (marketing vs. sales), or
depend on positions in organizational chart (sales managers vs. agents).
Sample

Different Navigation Bar

menus between
Sales Professionals and
Marketing Professionals

Sales Marketing
Professional Professional
Tips & Tricks
Early identification of required roles to determine the different navigation bar menus.
A limited number of navigation bar entries helps to avoid relevant maintenance effort.
73
 Navigation Bar and User Roles:
Role-/Navigation Bar
Customizing: Assignments
Organization Model Business Role

Navigation Bar TX:

Org. Unit Position User / Profile CRMC_UI_NBLINKS
Bus. Partner •Work Center Pages

TX: PPOMA_CRM •Work Center Link Groups

•Direct Group Links

Role Configuration SM30:

Key CRMV_UI_CONFIG
PFCG* Role ID TX: PFCG

Technical Profile

Layout Profile SM30:

CRMV_UI_PROFILE
Functional Profile
*PFCG: Profile Generator 74
 Navigation Bar and User Roles:
Role-/Navigation Bar
Customizing: Terminology
Definition
The Role-/Navigation Bar Customizing controls based on Business Role how the Navigation
Bar is structured and which links are available on the Work Center / Home / Report Pages and
in the Direct Link Group.
Terminology

75
System Demo 2:
Navigation Bar and User Roles

76
 Agenda
• SAP CRM Web UI
– Architecture
– Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up

77
 UI Configuration Tool
• The UI Configuration Tool acts at the level of the views and the CRM UI Web Client.
• It enables advanced users to configure the layout of the view without handling and writing
HTML code
• It enables the user to perform basic configuration activities.
Presentation
Layer Controller
CRM WebClient Request Drives
Interaction
User input
Logic Model
set Links to
underlying
View Structure

Response Handles Visual get

Output
Data output

Business Layers (BOL and GenIL)

Business Engine (Databes tables)

78
Access the UI Configuration Tool
Before you start the configuration of a specific screen you need the technical name of the
component which contains the view and the technical name of the view:

Choose F2 in the CRM

WebClient Application to get the
technical information

You can access the UI Configuration Tool in SAP GUI and in the CRM WebClient UI.
SAP GUI: Via the BSP Component Workbench
Enter the UI Configuration Stool
via the Configuration tab of the
BSP Component Workbench

Select the correct view of the

component
79
 Access the UI Configuration Tool
(cont.)
CRM WebClient UI:

1. Navigation Bar: Access the UI Configuration Tool via the Administration work center (logical
link: BSP-DLC-VC)

Enter the
component

Select the correct

view

2. Directly from the CRM Application: Prerequisite:

The configuration mode has to be activated
Configure Page > in the personal settings, otherwise the
Enter UI configure page icons are not available
Configuration Tool

Show
Configurable Areas
80
 UI Configuration Tool:
Configuration Differentiators
Sample

Do not change the standard configuration but copy it to an own configuration and modify that.
Configuration can be stored according to differentiators, using the following parameters:

Role Configuration Key: Layout Profile

Key contained in Business Role
Component Usage: Component with an
interface can be included in other
components and therefore have different
usage depending on component
Object and Object Subtype: Application
specific parameters (allows to create content
type dependent configurations)
Tips & Tricks
Different Configurations can be used to display the view according user specific parameters.
E.g. dependent on the country where the system is used different address schemes
( European or US scheme) are used.
81
 UI Configuration Tool:
Configuration of View
Business Requirement
Configure an existing view according customers requirements: Add / remove / shift fields from
field set, rename field labels and set field to mandatory / display only.

1
1. Create new configuration
2 4 3
3 2. Shift fields

3. Change field properties

4
4. Add / Remove fields

Tips & Tricks

The configuration of a view can be influenced by the implementation of field getter methods.
E.g. the type of a field (input, checkbox,…) is defined in the properties getter method of the
field and the property “Display only” depends on the implementation of the input-readiness
getter method as well. 82
Exercise 1
Customize Detail Page
Unit: Customizing of a Web UI view.
Topic: Customize a standard Detail page by using the UI Configuration
Tool directly out of the WebUI.

At the conclusion of this exercise, you will be able to:

• Access the UI Configuration Tool
• Customize a standard Detail page in the Web UI.

83
 UI Configuration
To adapt the user interface of SAP CRM to customers business needs a bundle of
framework tools is available. The figure below shows the relationship between the
requirements, the corresponding tools and the affected software layer.

Requirement Tool Software Layer

Layout change, e.g. move a field Presentation Layer (BSP)

Add existing field to UI Layer UI Configuration Tool

Business Layer (BOL)
Add a new custom field to the
data model Interaction Layer (genIL)

Custom Field Easy Enhancement

Workbench (EEWB)
API
Business Engine Application Enhancement Business Engine
Tool (AET) Tables

84
Easy Enhancement Workbench:
Overview
••Customer
Customer Specific
Specific Fields
Fields can
can be
be added
added to
to CRM
CRM Web
Web Client
Client UI
UI by
by means
means
of
of the
the Easy
Easy Enhancement
Enhancement Workbench
Workbench (EEWB).
(EEWB).
••Once
Once aa field
field has
has been
been created,
created, the
the UI
UI configuration
configuration tool
tool can
can be
be used
used to
to
configure
configure these
these fields.
fields.

••Main
Main CRM
CRM Objects
Objects that
that can
can be
be enhanced
enhanced with
with the
the EEWB
EEWB are:
are:
––Business
Business Partners

Enhancement through all layers

Partners
––Business
Business Partner
Partner Relationships
Relationships
––Business
Business Transactions
Transactions (Activities,
(Activities,
Sales
Sales Orders
Orders etc…)
etc…)
––Account
Account Planning
Planning
––Marketing
Marketing Planner
Planner
85
 Easy Enhancement Workbench:
How To EEWB
• Depending on requirements, objects that can be created, are split into two main
groups:
– When a single value has to be displayed, a field should be used.
– When multiple values have to displayed for the same object, a table should be used.

Objects to create

Fields Tables
Single value/Flag Multiple values
Free Input or Dropdown List Free Input or Dropdown List
Check table to filter values

86
Easy Enhancement Workbench:
Enhancement Process
FIELD TABLE
Add new fields with EEWB Add new table with EEWB
(BP & Business Transaction)

CRM Tables / APIs are

enhanced Tables / APIs are generated

Fields are available in BOL New Object / relations in

(within the EEWB including BOL are generated
the corresponding object)
Create (manually view in
Component Workbench)
Fields are available in the
field set of the UI Fields are available in the
Configuration Tool (for the field set of the UI
corresponding view) Configuration Tool

Position fields on the screen

UI CONFIGURATION Position fields on the screen
& set attributes
TOOL & set attributes

87
Application Enhancement Tool:
Overview
• The Application Enhancement Tool (AET) provides a UI based overview
over all enhancements.
• It is possible to search for enhancements, and to display, create, change,
or delete enhancements. It features:
– Creating custom fields
– Defining dropdown list boxes for custom fields
– Translating field labels and entries in dropdown list boxes
– Assigning search helps and check tables to custom fields
– Making new custom fields available for search criteria and/or result
lists, Business Intelligence (BI) reporting, R/3 Adapter, CRM Mobile...
– Using different data types, e.g. characters, dates, times, numbers…
– Reusing fields in other business objects, if they are based on the
same enhancement place
88
 Application Enhancement Tool:
Start the Application Tool
Overvie
w
There are three different ways to start the Application Enhancement Tool in SAP CRM.
UI Configuration of Application
• Enable the configuration mode in the general settings on the central personalization page of
SAP CRM
• Choose one of the symbols for UI configuration in the header area of the application
• To start the Application Enhancement Tool, click Show Enhancements in the Configurations
block

89
 Application Enhancement Tool:
Start the Application Tool (cont.)
UI Configuration of Administration Work Center
• Choose ‘View Configuration’ in the navigation
bar of the Administration
work center (system administrator role)
• Enter a UI component, and choose a view.
• To start the Application Enhancement Tool,
click ‘Show Enhancements’.

Navigation Bar
• Start the Application Enhancement
Tool directly in the navigation bar of the
system administrator role
• Choose ‘Enhance Applications’ in the
Administration work center
• Search for enhancements at the
Search page

90
 Design Layer Customizing
• Design Layer was introduced to give a more simple and easy to use functionality for
changing several UI Components on one time.
• The design layer links UI-related settings to design objects, which span several views that
implement the same business content.

The design layer features:

• Rename field labels
• Hide fields
Set a field to ‘Hidden’: Field isn‘t visible for the end
user in the application
• Set a field to ‚Field excluded from field set‘
Field is not visible in the field set of the UI
ConfigurationTool (This will be used to reduce the
available fields in the field set).
• Assign existing value help from dictionary:
 Value help (Search help, Check table, Domain
values)
 Field type (Input field, Checkbox, Dropdown list
box
• Key Features and Benefits:
• Increase efficiency by reducing the
task of maintaining the same field
labels on every view they are visible
• Centralized way to maintain field
labels
• Reduce the number of fields within
the UI Configuration Tool that are not
needed (e.g. technical fields)
91
 Configuration Overview
Task Tool
Configure views: position fields/columns, add fields/columns from
field set, remove fields/columns, rename labels, set fields to
mandatory/display only, and define load option for blocks and more
UI Configuration Tool
Use parameters to save your configuration

Use customer-specific fields within view configuration

Add customer-specific fields and tables to existing business objects Easy Enhancement Workbench (EEWB)
Implement same configuration content for several views

Assign value helps / drop down list boxes from data dictionary for Design Layer Customizing
customer specific fields
Create/ Enhance UI components, create own views, context nodes..
BSP Component Workbench
Configure buttons, define value helps / drop down list boxes

Change Navigation Bar (1st & 2nd level navigation), Logical Links, Navigation Bar / Business Role
Business Role Customizing Customizing
Add customer-specific fields to existing business objects Application Enhancement Tool (AET)
92
System Demo 3:
UI Configuration via Component
Workbench
Unit: UI Configuration via Component Workbench
Topic: Open and customize a view in the UI
Configuration Tool from the UI Component Workbench.

93
 Agenda
• SAP CRM Web UI
– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up

94
 Personalization
• You can use a bundle of tools and options to set up and personalize SAP CRM to your
individual preferences.
• Most of the functions to personalize the user interface of SAP CRM are conveniently
accessible on the central personalization page.
• Change/Check Personal data,
assigned Bus.Role.
• Change current password

• Change/Check general settings (time

zone, date/time format, currency
etc.)
• Activate screen reader mode
• Enable Configuration Mode

•Define the settings for the groupware

integration in SAP CRM (e.g. MS
Outlook)
95
Personalization (cont.)

Enter the central personalization page

•Change Layout (Skin, Text)

•Pers. Links in Nav. Bar (e.g. # of recent items)

Set up personal keyboard shortcuts

Personalize your favorites for the home page

subscribe to your personal feed. Enter the link to

your feed reader

96
 Personalization (cont.)
When you log on, all pages have a particular default layout, but you can personalize your
pages.

Via drag and drop or enter the personal setting options via this button

Options for layout personalization:

– Overview page (e.g. visibility and order of Assignment Blocks)
– Tables and Lists (e.g. order and visibility of columns)
– Home page (arrangement of Assignment Blocks)

You can find some examples on the next pages.

Note:
The personalize settings are saved for your personal user account.
In most of the cases the changes can be reset to the default settings that are defined within
CRM customizing.

97
 Personalization: Personalize
Tables
Business Requirement
User should have the possibility to create his own Table Layout (within certain degree of
freedom defined in configuration by system experts).

Solution

Each user can define:

• Column to visualize (within the ones
defined as available in configuration)
• Column order
• Column width
• Number of displayed lines

Tips & Tricks

User personalization cannot overrule page configuration. That means that user can only
personalize tables in the borders of the given configuration. For example they can only show
or hide fields, which are already available for the screen.
98
 Personalization:
Personalize Home Page
Business Requirement
User should have the possibility to create their own Home Page Layout (within certain degree
of freedom defined in configuration by system experts).

Solution

Each user can define:

• Assignment Block to visualize (within
the ones defined as available in
configuration)
• Assignment Block Layout

Tips & Tricks

Home page personalization could be deactivated if users must not have this flexibility (e.g. to
simplify application maintenance).

99
 Agenda
• SAP CRM Web UI
– Architecture
–…
– UI Configuration
– Personalization
– Additional Features
– Transaction Launcher
– Task Based UI
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
100
Transaction Launcher:
Introduction
Transaction Launcher can be used to launch URLs (and BSP transactions from
other systems) or BOR transactions of any SAP system.

Steps to follow in order to configure the transaction launcher:

• Define URL Repository (URLs and BSP transactions)
• or Define Logical System and Create BOR Object Type (BOR transactions)
• Configure the Transaction Launcher
– Follow wizard steps
• Integrate the URL into the Navigation Bar
– Define Logical Link ID
– Define Direct Link Group and assign Logical Link
– Assign Direct Link Group to Navigation Bar
– Adjust the definition of Business Role to activate the Logical Link

101
 Agenda
• SAP CRM Web UI
– Architecture
–…
– UI Configuration
– Personalization
– Additional Features
– Transaction Launcher
– Tasked Based UI
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up
102
 Task Based UI
You can build task-based user interfaces (UIs) to make it easier for users
to perform their daily tasks. The user interface dynamically supports users
in performing their daily tasks.

• The user interface is structured in several steps.

• Every step represents a small, easy part of the overall task.
• The users are guided through these steps to accomplish their task.
• In the UI configuration, you can select the views that you want to use
for the task-based UI.
• You can define the steps of the task-based UI and define the order of
these steps. A view can be assigned to every step.

103
Task Based UI – Example
These screenshots show
an example for succesive
steps of a process dealing
with a certain task (flight
booking). The current step
is highlighted in the
topline ‚breadcrumb‘
navigation.

104
Task Based UI – Configuration
• In the configuration you can assign
views to the Task Based UI.
• You can easily define the order and
the name of each step.
• Additionally, you can define an
optional explanatory text for every
step.

105
 Agenda – Day 1
• SAP CRM Web UI
– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up

106
 Business Layer
The business layer consists of the:

• Business Object Layer (BOL)

The BOL stores data of business objects such as business partners and sales orders,
during runtime of a WebClient session. It was implemented to guarantee the separation of
the CRM WebClient UI and the underlying business logic.

• Generic Interaction Layer (GenIL)

The GenIL handles the data transfer from the BOL to the Application Programming
Interfaces (APIs) of the underlying (CRM) business engine (application logic and database
tables). In other words, the GenIL connects the BOL to the underlying business logic and
database through the Application Programming Interfaces (APIs) of the underlying
application (which can be even different from SAP ERP Systems (e.g. SAP ECC, non-
SAP,…).

Business Object
Group of unstructured attributes, which characterize a Business object (e.g. Accounts,
Employees, Orders; Activities…). BO can be hierarchically aggregated in order to create an
Object Model.
107
Business Object Layer and
Generic Interaction Layer

Data structures of the

BOL hold Business
Objects for CRM web
client sessions

GenIL Model and

Implementation Classes
connect BOL to CRM APIs
and DB
e.g. SAP ERP, SAP ISU,
MS Excel, Siebel…

108
Main BOL Business Object Types
• Access Object
An access object is a special type of BO, whose ID can be used to determine
both its attributes and those of its dependent objects.
• Root Object
A root object is the superior element within a group of objects that are
aggregated to one another in a “parent-children” hierarchy structure. Its ID can
be used to determine both its attributes and those of its dependent objects.
• Dependent Object
A dependent object is a “children” object, whose attributes cannot be
determined solely from the ID of this BO, but instead, only or together with the
ID of the superior object.
• Search Object
A query object is a special type of BO whose attributes are the parameters of a
search request.
• Dynamic Search Object
A dynamic query object is a type of BO whose attributes are the parameters of
a search request. It is possible to create select options by combining these
parameters.
• Search Result Object
The result object of a search request is an associated access object at the
uppermost level of the hierarchy.

109
Business Layer Tools

GENIL_MODEL_BROWSER
Visualizes the BOL model and
the relations between BOL
objects.

GENIL_BOL_BROWSER
Test data retrieval from
database to BOL through the
GENIL.
Very useful for testing queries.

110
Genil Model Browser

• System “representation” of data binding

• BOL Model Browser enables accessing:

- Underlying BOL model
- Database entities (fields, data elements,
domains…) to which UI attributes refers to

111
 Exercise 2
Genil Model Browser
Unit: Genil Model Browser
Topic: Explore the Genil Model Browser.
TX: GENIL_MODEL_BROWSER

At the conclusion of this exercise, you will be able to:

• Explore the Genil model via the Genil model browser
• Examine the Genil data model and the relations between BOL objects
modeled in the Genil

Additional information:
• Answer some questions to the Genil model by using the Genil Model
browser.
112
 Exercise 3
Genil BOL Browser
Unit: Genil BOL Browser
Topic: Explore the Genil BOL Browser.
TX: GENIL_BIL_BROWSER

At the conclusion of this exercise, you will be able to:

• Explore the BOL via the Genil BOL browser
• Examine and change the values BOL object attributes
• Execute queries

Additional Information:
• Answer some questions to different BOL objects and queries by using
the Genil BOL browser.
113
 Agenda
• SAP CRM Web UI
– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A and Day 1 Wrap-up

114
 Knowledge Check
1. Knowledge checks tie back to learning objectives and key
content covered in the day.
2. Knowledge checks are review questions listed on the slide
for the participants to answer. Answers should be added to
the Faculty Guide (Knowledge Checks section).
3. Knowledge checks occur at the end of each day or can be
included at the end of longer topics.

115
Knowledge Check

116
 Knowledge Check
1. The CRM WebClient is based on a multi-layer architecture on the server side.
What are the main Layers?
2. What is the difference between BOL objects and context nodes?
3. Which parts of the GUI are depending on the business role.
4. Name the four parameters by which the configuration of a view is differentiated.
5. How can you find out the technical name of a view?
6. Name the different configuration tools and describe them.

117
 Agenda
• SAP CRM Web UI
– Architecture
– UI Concept and UI Component Concept
– Navigation Bar and Business Roles
– UI Configuration
– Personalization
– Additional Features
– BOL & GenIL
– Knowledge Check
• Q&A

118
 Lessons Learned
• We have introduced ourselves and exchanged our
expectations
• We have now a first understanding of SAP CRM 7.0
functionalities
• We understand which enhancements have been introduced
with SAP CRM 7.0
• We can now explain the concept of CRM Web UI
• We have now a basic understanding how to configure the UI
and some additional features
• We can now explain the purpose and the structure of a
Business Role
119